A Customer Service Representative I on the client contract is expected to provide knowledgeable, courteous, and professional assistance to escalated and other priority telephone inquiries.
- Provide knowledgeable responses to telephone inquiries in a courteous and professional manner utilizing the provided knowledge base
- Maintain a current understanding of the processing procedures to respond to a variety of phone inquiries
- Adhere to the Culture of Responsibility policies as they relate to protecting personally identifiable information
- Continually look for and suggest process improvements which will benefit our customers (internal and external)
- Maintain up-to-date knowledge of federal regulations and policies as they apply to student financial aid
- Provide assistance for new and temporary employees as instructed
- Adhere to the Privacy Act as it relates to the confidentiality of information received
- Provide accurate and knowledgeable responses to telephone inquiries in a courteous and professional manner, utilizing the knowledge base provided to answer borrower inquires.
- Maintain a current understanding of the Program’s standard operating procedures, processes and Program policies as provided during training.
- Follow established and documented policies and standard operating procedures such as filling out their own time sheets, adhering to privacy rules and responding to numerous phone inquiries.
- Utilize standard technology such as telephone, e-mail, and web browser to perform job duties.
- Refer calls as required to Tier 3 or 4.
- Utilize the feedback tool to give and receive constructive feedback on call quality and department tasks
- Assist with correspondence unit tasks as requested
- If assigned to correspondence, complete borrower credit bureau updates, form processing, and sorting
- Support the implementation of new procedures and processes
- Report operation problems that occur and assist with the resolution
- Utilize knowledge base and policy and procedure materials to provide information to telephone inquiries
- Adhere to and support departmental metrics and goals
- Adhere to assigned work schedule
- Maintain appropriate documentation of phone inquiries or correspondence tasks
- Support contact center expectations as well as departmental and corporate policies and procedures
- May be required to work scheduled holidays, overtime, and Saturdays
- Perform other related duties as assigned
- Regular and Predictable Attendance is Required
- Must be a US Citizen
- Must not have default student loans
- Cleared Credit History
- Able to pass MAXIMUS and Federal background
Bilingual speak Spanish fluently
Required Skills
Required Experience